Safety First #1, Incorporated

06/15/2017  Response to the [redacted] complaint. Mr. [redacted]  first brought his 2017 Ram 1500 into [redacted]’s service department on April 25, 2017 with concerns of clicking noise from the ignition. We were able to verify the concern and the concern was addressed  under the...

provisions of his warranty. He also stated that the charging port in his center console was inoperative. The port was tested and found to be in good working condition. A known good cable was also used to test the vehicle and no charging issues were noted. It was recommended that the customer start with a new phone cable and to let us know if he was still having problems after that.  As far as the other two customer concerns, we were unable to verify the customer issues at that time. On May 02, 2017 Mr. [redacted] brought his Ram truck back into the service department with seven different concerns. Most of the concerns were for rattle noises from the dash. Our technicians were unable to verify any of the concerns. We advised the customer to come down and road test his vehicle with our shop foreman. After a thirty minute test drive neither our technician, nor the customer were able to reproduce any of the concerns mentioned on the repair order. On May 10, 2017 Mr. [redacted] again brought his vehicle in with ten more concerns. His vehicle at this time had only 818 miles.  These complaints consisted of the truck bed not being lined up properly, more noises, text messages with the wrong time stamp etc. As the service director I decided it was best for me to road test the vehicle and try to duplicate the concerns. After a twenty six mile road test down the freeway, side streets, bumpy and dirt roads, I was unable to duplicate any of the customer concerns. I showed Mr. [redacted]  that his truck bed was aligned properly and that I could not change the design of his vehicle. He stated that another shop aligned his truck bed but now his bumper is misaligned. This is because the rear bumper is attached to the frame and is not adjustable.  If you change the height of the bed It will not align with the bumper. I wish we could have met Mr. [redacted]’s expectations, but we are required by the factory to duplicate customer concern before performing any warranty repairs to a vehicle.  There is no benefit in not repairing customer vehicles under warranty as this is a big part of our business, but we are required to follow all FCA factory policies regarding warranty repairs.   Regarding repurchasing a customer vehicle all requests should be submitted to FCA as they are the ones to repurchase any sold vehicles. Sincerely, [redacted] Service Director [redacted] CDJR.

We offered to give the customer the same amount in trade that they paid originally for the vehicle. The only difference is tax, license and the alarm system. Nothing I can do about refunding taxes and government fees. The alarm was purchased and installed in their current vehicle and can't be cancelled. The trade in value is reflected in the payoff being $7000 less. We also cleaned the engine compartment and inspected all wiring.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They made an offer and then REFUSED to honor it. It is classic bait and switch. I have shared my experience with 3 other Jeep dealerships and the were ASTOUNDED by what [redacted] did. AND this is NOT the first [redacted]e they have done something that is not only unethical, but actually ILLEGAL! The offer they made was 100% instigated by them. I did not ask them for the price they said, it was all on there own volition. [redacted] (the sales rep) went into the finance office, and came out and said that [redacted] said "If we do $30,000 would you buy it today"? Then they try to say they didn't make an offer? WTF? All I did was tell them what another dealer had told me they would sell me the same car (in red) for and they came to ME with the $30,000. Every consumer should stay as far away from [redacted] as possible unless they want to get screwed. They are clearly doing this on a regular basis as I have experienced their slimy dealings twice in about 12 months.The first [redacted]e, I spoke with Todd Neilsen the GSM and he told ME that what his sales rep and manager did was ILLEGAL! HE told me that. If he tells me that, what does it tell you about them!? The Revdex.com has a duty to make sure they don't get away with this any more. Most consumers probably aren't astute enough to figure out they are getting shafted.They are in denial and refuse to accept the FACT that they are deceiving the consumer.
Regards,
[redacted]

Ms. [redacted]'s vehicle has been into service three separate times to address concerns related to her vehicle. During her first visit she had concerns for a water leak present from the front passenger side and rear hatch glass. There was also a concern with the vehicles heater not blowing warm air...

after fifteen minutes of operation. During the inspection concerns were found with the seal for the right front side of the roof and rear hatch. Repairs were made to the vehicle for the water leaks. The concern for the heater operation was not verified so no repairs were made. At the conclusion of this service Ms. [redacted] walked around the vehicle and pointed out damage to the vehicle that she states was not present when the vehicle was dropped off for repair. She noted chips (rock chips) present in the front windshield, a mark on the right front fender, and later added that the rear cargo area had marks in the plastic that were not there. In the interest of customer service, no argument was made about Ms. [redacted]'s claims for damage. A separate appointment was set to address the concerns noted upon delivery from the first visit. At the second visit Ms. [redacted] reviewed what she wanted to have repaired on the vehicle. We agreed to replace the windshield for the damage noted at no cost to the customer strictly as goodwill. The damage to the right front fender was not scratched but appeared to be a defect in the paint and was repaired under warranty at no cost to the customer. The rear compartment panel that was noted as damaged was replaced at no cost to the customer as well. Ms. [redacted] also requested the vehicle be looked at for water leaks again during the visit. Their was no concern with leaks actually occurring at this time. The vehicle was rechecked for water leaks during the second visit. No water leaks were present and no repairs were made. Ms. [redacted] was contacted after all repairs were made on her second visit. When she came to take delivery of the vehicle, she pointed out that there was damage to the right front side view mirror housing and that the seal for the new windshield had a spot present in the urethane. She requested that the work order be updated with the concerns, but no repairs made. Our offer to repair the newly found concerns on her second visit were declined. Ms. [redacted] made contact with the service department again shortly after her second visit and stated that the vehicle was leaking water again on the right front of the vehicle. Arrangement's for a 3rd visit were made for Ms. [redacted]. Her vehicle was inspected for water leaks again. No leaks were found during the visit. The repair to the right front seal was rechecked and  and reapplied to ensure that there would be no concern. Ms. [redacted] was contacted after completion of inspection and repairs. Vehicle was returned with no further concerns stated at delivery. There as been no further inspection for water leaks since Ms. [redacted]'s last visit. To our knowledge her vehicle is in good working order at this time.

Dear Mr. [redacted],I am very sorry to hear about the issues you've faced with your brand new Ram truck. I can see that you have spent multiple visits to dealerships and time away from your vehicle in attempts to fix them all, but remain unsatisfied. This is certainly not the experience we had hoped for with your new dream truck! Unfortunately, we are not able to 'replace' your truck because your loan and DMV paperwork have been finalized. Our service department devoted significant time and resources toward replicating your concerns at no charge and we gave you the best information available to us regarding your bed, bumper and Uconnect system. We are happy to spend more time with you diagnosing your remaining concerns, but I recommend continuing your discussion with FCA to address your dissatisfaction with their product in order to receive compensation for your inconvenience. In the meantime, our dealership is here to help with any of your future maintenance or repair needs.Thanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Unfortunately, as [redacted], GSM, was not present nor was he privy to the conversations or the details of this particular transaction, his response really has no traction or bearing and shows that he did not discuss or research this situation with the main and direct parties involved.  Those parties being [redacted] - Fleet & Internet Sales Manager, [redacted] - Finance Manager, [redacted] - Finance Director and myself - Eufracia [redacted] - Customer.  His tone also insinuates and implies that I am lying, which I am not, and am in fact the injured party because it is my credit being affected by this incident.I initially contacted Jack Powell Chrysler on 11-01-2016 via the internet.  I then spoke directly with [redacted] and explained my particular situation and my terms, which were that I had a trade in that I was upside down on for about $10,000 and that I was adamant about not putting any money down on a vehicle because I was in the process of trying to close on a home that I was purchasing at the time and all my funds were tied up in the house.  [redacted] said that he understood completely.  I also told him that I just went through a whole week (the previous week) of trying to work with [redacted] to get me into a vehicle with no money down and they were unable to help me out with my specific terms.  [redacted] then informed me that he would get together with his finance person and see what he could do and said that he would contact me to let me know either way if they would be able to work with me and my conditions.  He then contacted me on 11-05-2016 in the morning and told me that they were able to successfully construct a deal with my conditions and to come on down and sign the paperwork, trade in my vehicle and pick up my new vehicle that afternoon at 3:00PM.  I arrived at the appointed time and completed the signing of the contract and collecting my new vehicle all within about 45 minutes from my arrival time of 3:00PM.After a seamless and seemingly worry free completion of the transaction, I received a notice from Jack Powell a few weeks later saying that they wanted me to return the vehicle as they were exercising their right to rescind the deal we had recently completed.  Wherein, I immediately contacted the finance department at Jack Powell Chrysler and spoke directly  with [redacted], Finance Director, who unequivocally assured me that the issue was resolved and not to worry and not to come into the  dealer as according to [redacted]'s notes in the computer, everything was fine and not to worry.  So, I did not worry.Following that conversation sometime in the future, I received messages from both [redacted] and [redacted], saying that they needed me to go into the dealership to re-sign the paperwork because they needed to submit my paperwork to a new lender, but that nothing would change except for the bank name.  I then made arrangements to go into the dealership to re-sign the paperwork in order to resolve any issues.  I met with [redacted], Finance Director, and I told her that [redacted] said to come in and see the person in finance.  I told her that I was sorry for the delay in getting to them because we were travelling as it was just after Thanksgiving weekend that I was able to come into the dealership.  I also spoke to her about [redacted] informing me that nothing was changing in the paperwork and that it was only the bank name changing.  While [redacted], printed all paperwork, we talked about the cold weather and that I just returned from a trip for the Thanksgiving holiday.  She highlighted where I needed to sign and had me sign the pages with no explanation of the change in terms of the contract where they now had a down payment in the contract of $2,000.  NO ONE at NO TIME informed me of this change in the contract.  I would NEVER have signed the paperwork if that were the case.If [redacted], GSM of Jack Powell Chrysler would like us to rescind this deal, then I have no problem with that.  They are welcome to take the car back as long as they return my original vehicle to me as well in comparable condition for the months that I have had the Dodge vehicle.  I am not in the habit of dealing with people who believe that I am trying to be underhanded, nor do I intentionally deal with people who are underhanded themselves.  I do not believe that anyone at Jack Powell Chrysler purposely tried to hide the information from me, but it is harming me directly and only me, and it is unacceptable for this situation to remain unresolved.  I am protecting my right to be informed and given a choice to accept or reject any new deal before something as drastic as a change in the down payment on a vehicle in contract is overlooked and the consumer is left unaware and in the dark.  I had no valid reason to question the parties involved, since my dealings were previously all above board.  As I believe this was a gross misunderstanding that is only injuring me directly by harming my credit, I would very much like to have this situation resolved immediately where all parties involved are mutually satisfied with the outcome. I look forward to a quick and mutually agreeable resolution to this situation.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[This is fabricated non-sense. They left out 10 different details that would articulate a completely different story.  I was initially told it would be a three day wait. At the end of my three day wait I called the business multiple times to retrieve information on my vehicle. I left messages on their answering service. None of my calls were returned. I called the next day multiple times none of my calls were returned. I called again in the evening and finally reached my service advisor at which time I was told that it would be several weeks until the part came in. After doing the math on how much an investment it would be to continue to rent a vehicle, I decided the next day that I needed to retrieve my vehicle. I called again over 7-10 times to let them know that I would need my vehicle again I left messages with real live people and their answering service. None of these calls were returned. I called again on Saturday morning four more times. Left messages with people and answering machines. Finally, I had reached a point that I began to believe they wouldn't return my calls. I decided that I needed to escalate the matter, my next call at noon on Saturday I informed the receptionist that I was coming to pick my vehicle up. The business informed that my vehicle wasn't available due to being torn apart. I decided to give them four hours. Why would my vehicle be all torn apart though? They did a diagnostic assessment on my steering wheel. I showed up and the business attempted to assess a fee on to me for picking my vehicle up. They also typed in a document that I had refused to leave my vehicle. That wasn't the case at all they refused to communicate to me any details at all. After an extended wait to get my vehicle they drove it up and it was infested with pests. I showed the employees how they had left my vehicle in who knows where while it was infested. I walked inside the dealership to speak to a supervisor and ask him or her why and how could they allow my property to be damaged. Some kid in the parts department after I had been on their premises for over a half hour ran down as I was pulling away and begged me to leave my vehicle so they could clean it. I also showed the service manager that my tire pressure light was on meaning that they didn't even care to return my vehicle to functional standards. I paid the fee for the assessment of the vehicle and I left because I had completely lost respect and confidence in their capabilities to perform maintenance.  During the time my vehicle was in their facility, they also supposedly performed four (4) Recalls that were overdue on the vehicle. How do I know that these recalls were performed in accordance with procedures? This dealership obviously made a sum of money performing these services. The letter that they sent states that we didn't do business. That is a falsification again because they made money from the corporate chain off of my vehicle. They made money off me as well. When I went to get the refund that, I didn't ask for. I simply asked them to forward the money that I had paid to them to a dealership that I had confidence in. They said "we can't do that but we give you a refund for the assessment of the vehicle." I attempted to retrieve that after I had to pay it again to another dealership. When I attempted to get the refund they informed me they weren't authorized to do that. I would like my vehicle restored to its full condition prior to bringing it to their location. I will then bring it to a business that actually has integrity and cares about putting people into operational vehicles. I don't trust any work that was performed at their location. They have lied to me from the very first day that I brought my vehicle there. Just as the letter that they just typed to me through the Revdex.com official mediation server is full of half truths and exceedingly deceptive in nature. As I clearly stated in my complaint to the Revdex.com and to the Dodge corporate complaint center this business shouldn't be in business. They are unethical, they have malicious practices, and they clearly have no regard for the safety of consumers. I do not want them to email me a check. I don't even know how you would email someone a check. Matter of factly i'd pay ten times the amount to have this business investigated by a legitimate industry professional because at this point it might prevent someone from losing life or limb. I sincerly hope that the Revdex.com steps up and does their job. ]
Regards,
[redacted]

We apologize for the issue with your trade payment. We have contacted your lien-holder with a request to remove the late payment notice from the credit bureaus and keep you informed of the status.

Revdex.com:On 10/10/2016 my check engine light returned. I contacted Mr. [redacted] to inform him of the issue and he offered a rental car and an additional repair due to intermittent blue tooth issues as well. Until Chrysler HQ has resolved this ongoing problem I will not be happy with my purchase. I have been leaving several messages for Chrysler regarding the return of the check engine light. I have left 2 messages each day since 10/10/2016 and not one call has been returned. I have been advised not to return to the dealership until Chrysler has returned my calls regarding the return of the check engine light. I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

The customer brought the vehicle to our service department. [redacted]. the service manager, had the vehicle cleaned and inspected fully. There was no damage detected to the wiring. [redacted] asked the customer to inspect the vehicle with him and the customer refused and stated "I'm only interested in a...

different vehicle" then stormed off. I have no problem going through the vehicle again. Thanks, [redacted]

To whom it may concern-         We would never "slip" anything onto a contract. The customer had to rewrite the contract according to the banks approval. We made no more money and certainly had no reason to "slip" anything onto the contract. Ms. [redacted] signed a new contract...

with the $2000 down as per the bank approval.        Please don't hesitate to contact me with any other questions [redacted]GSMJack Powell CDJR760-745-[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. After taking my vehicle to [redacted] for the third time I was instructed by Chrysler to take my truck to another dealership. The other dealership confirmed that the bed was misaligned 1in to the right and  could be adjusted. All claimes by [redacted] in the case Regarding those issues are false and I have paperwork from the other dealer to prove [redacted] could have taken action to fix my concerns. I also found out the bumper is slotted so can be adjusted to realign with the bed, again I have paperwork to prove this. [redacted] wasted my time and money driving to and from their dealership. My complaint is now with FCA resolution center and my issues with [redacted] specifically [redacted] and [redacted] have been brought to their attention. At this point some sort of compensation from [redacted] is nessacary after my time away from work and driving to and from their dealership is especially after finding out they could have fixed the serious problems with my truck and choose not to do so.  
Regards,
[redacted]

When you spoke to your salesperson about the price of the vehicle, the figures discussed were not an "offer". Every written offer we have presented to you has been legi[redacted]ate and we stand behind our low prices. In fact, we encouraged you to shop and even offered to give you $100 if you were able to...

find a better price. We are not out to deceive you or anyone and there is nothing "devious" going on behind the scenes here. We have sold many thousands of vehicles to many happy customers with offers and pricing that is clear and transparent and I'm sorry if you had a misunderstanding with our team.

We have spoken to [redacted] at length about her issues.  We have complied with her request to refund the cost of the wiring installed on her vehicle in the amount of $407.41.  [redacted] and her Husband now have the knowledge necessary to successfully tow their vehicle.

Dear [redacted],When your vehicle arrived, you visited the dealership and told your Salesperson about your need to delay the purchase due to your escrow and left without the taking delivery of the vehicle. Your message was misinterpreted by or to management who thought you were unable or unwilling to...

follow through on your purchase. This breakdown was our fault and better communication with you should have taken place before deciding to sell your vehicle to another customer. After meeting with you and apologizing for the breakdown and the inconvenience, we agreed to give you another Dodge Challenger to borrow for over four months plus a $600 credit to use towards accessories.[redacted] reports that he had many conversations with you regarding the parts order including updates on back-ordered items. He also states that he shipped all the items to you directly and without delay upon there arrival at the dealership. Furthermore, he played me a voicemail you left for him where you report your satisfaction with the order.
[redacted] I understand your frustration with the vehicle mishap and for that we have apologized and done everything we can to make up for it and move on. I assume that your final communication to Josh occurred after you initiated the Revdex.com compliant and hope we can close this up. Thank you again for your patience and your patronage.[redacted]

Dear [redacted],We received your request for refund of your GAP policy and submitted it to the carrier immediately. Refunds typically take 4-6 weeks to process and I'm sorry you weren't able to get a hold of the correct person to address your concern. We received the funds last week and you picked up...

the check in person on Tuesday February 23rd. Please feel free to contact us directly for any other concerns.Thanks,

?[redacted],We are sorry to hear that you remain unsatisfied with the resolution of this matter. In you initial complaint, you requested a full refund and we sent it to you in the mail on 3/31/16. As for confusion about the timeline, please allow us to clarify: You? brought your vehicle? ?in on Saturday afternoon? ?02/13/2016? ?without an appointment. You? stated? that the vehicle would not start after the doors were locked? and pointed out that the security lights flash while trying to start vehicle.? Your advisor discovered that your vehicle was also in need of four important safety?-?related factory recalls required by the National Highway Traffic Safety Administration (NHTSA) and the manufacturer. You approved all recalls at no charge and approved the$117 ?charge ?to perform diagnostics for the start concern.?The next business day (Monday 2/15/2016), the technician performed ?the safety recalls. ?Next, the center console and steering column were taken apart to inspect the vehicle and the problem was diagnosed as a bad keyless entry module. The technician recommended replacement of the module and key to correct the concern. On 2/16/2016, you approved the estimate for repair and we ordered the parts needed for the job. The following day we were notified by the manufacturer that the keyless entry module was on back order and that we anticipated arrival in three weeks. At that time, you decided to leave the vehicle and wait for the parts to come in and repair his vehicle.I understand that you? changed your mind and subsequently? attempted calling? us, but did not get prompt returned calls?. For that we have apologized and made improvements to our call handling system to ?reduce call back times.? On 02/20/2016, you left a message with our receptionist to inform us that you did not want to wait for the parts and that you wanted to pick ?up your vehicle?. We returned your call? that day? and left a message that the vehicle would be ready for pick up after we put ?its steering column and center console back together from the inspection. Your vehicle was ?reassembled with?out repairing the start concern. Your paperwork was invoiced with the diagnostic charge of $117.00 and ?the estimate to repair your vehicle was increased by $58.50 to cover the expense of reassembling your vehicle so you could take it back.When you arrived to pick up the vehicle, you questioned why the estimate had changed, and it was explained ?that the extra charge? was for reassembl?ing? the dash and steering column? at your request. We later agreed to waive this charge due to the inconvenience of the parts delay. When the vehicle was brought to the service drive, you noticed ants in the vehicle. We offered to fully detail the vehicle, but the you declined and left.After first receiving feedback about your experience, you spoke with the Service Director to let him know you were upset about our call handling, the new estimate and the ants. He explained to you that the extra expense would be waived due to the inconvenience. It was also explained to you that your vehicle ?was parked on ??our paved service lot and not "in a field". The Service Director offered to refund ?your diagnostic? fee? as goodwill for the ants and ?your frustration.We understand your frustration with the parts backorder, but at no time were you ever lied to or misled. While we do everything possible to expedite the arrival of parts, we have little control over when the manufacturer makes them available.

We are responding to complaint # [redacted].  In this case, a 2003 Dodge Ram PU with a total of 137,070 miles was brought in to our Service Department by the owner who was concerned because the truck was running rough.  During the diagnosis of the problem, our technician decided we should...

remove the oil pan to inspect the bottom of the engine and the customer authorized this work.  Before he did that the technician decided to do one additional test, a compression check.  After this test, the technician realized it was not necessary to remove the oil pan because of the poor condition of the engine and major repairs were going to be necessary.  Unfortunately, there was a lack of communication between the technician and the service advisor and the charge for removal of the oil pan was not deleted from the repair order.  We accept full responsibility for the breakdown in communication and we have issued a credit to the customer's credit card for $234.00. We would be more than happy to assist the customer should he decide to make the necessary repairs to the vehicle.